Why We Normalize Slow Decline
Format: Post-call Runtime: ~8 minutes Source: Psychology , minimization as coping style; Lazarus and Folkman stress and coping theory (1984) There's a certain kind of customer who, by the time they call, has waited so long that what I find and what they've told themselves they were dealing with are very far apart. This was one of those. He called because the system wasn't keeping up. When I asked how long it had been a problem he said: oh, a few weeks. Maybe a little longer. When I got there and started checking, a few weeks became something else. The filter was well past any reasonable…
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